What are the possibilities for integrating AI to JSM?

[Lee Hutchinson]

I am looking to make my teams life somewhat easier. We use JSM as a ticketing service within our business for our candidates.

I am hoping there is a way to introduce AI to deal with some of the more generic tickets raised.

I know there is the option of automation but is there any option for taking it to the next level and using the likes of Chat Bots for example?

Any help is greatly appreciated

[Nikola Perisic · Accepted solution]

Welcome to the community @Lee Hutchinson 

Indeed there is. What you are looking for are the Virtual Agents that work based on your Slack channel. You can customise the flow and based on the confidence level to determine the answers. 

You can have agent channels, request channels (which is more suitable for you) and a test channel. Here, you would be focused on the intents which are based on the conversation flows. 

Sources: https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/virtual-agent#overview

Focus on building your Slack channel, test it out, build your conversational flow as well.

[Lee Hutchinson]

Amazing, thank you so much for your reply 

[Lee Hutchinson]

Just to clarify, is all of this done through Slack? So myself and my customer with the problem would communicate through Slack?

Currently we just go back and forth on JSM 

[Nikola Perisic]

Yes, everything is done through Slack, you just need to set it up.

[Lee Hutchinson]

Ah ok. So is this more for internal support within an organisation?

[Nikola Perisic]

Exactly, just your organisation. No externals.

[Lee Hutchinson]

Cool. So would there be any alternatives you could recommend for us to interact with externals?

[Nikola Perisic]

As of now, virtual agent is working within the organisation itself. Maybe this will be announced in the future by Atlassian. You can keep getting updated with the official roadmap: https://www.atlassian.com/roadmap/cloud

[Lee Hutchinson]

Anything 3rd party?